Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Chapter 1 Succeeding in Business Communication

1-2 Chapter Learning Objectives  LO 1-1 What the benefits of good communication are  LO 1-2 Why students need to be able to communicate well  LO 1-3 What the costs of communication are  LO 1-4 What the costs of poor communication are  LO 1-5 What the basic criteria for effective messages are  LO 1-6 What role conventions play in business communication  LO 1-7 How to solve business communication problems

1-3 Forms of Communication  Verbal  Face-to-face  Phone conversations  Informal meetings  Presentations  Text messages   Nonverbal   Computer graphics   Company logos   Smiles   Size of an office   Location of people at meetings

1-4 Communication Purposes  Business communication has three purposes  To inform  To request or persuade  To build goodwill  Most messages have more than one purpose

1-5 Audiences  Internal  Go to people inside organization  Memo to subordinates, superiors, peers  External  Go to people outside organization  Letter to customers, suppliers, others

1-6 Benefits & Costs  Effective communication  Saves time  Increases productivity  Communicates ideas more clearly  Builds goodwill  Poor communication  Wastes time  Wastes efforts  Loses goodwill  Causes legal problems

1-7 Criteria for Effective Messages  Clear  Complete  Correct  Saves receiver’s time  Builds goodwill

1-8 Conventions  Widely accepted practices you routinely encounter  Vary by organizational setting  Help people recognize, produce, and interpret communications  Need to fit rhetorical situation: audience, context, and purpose

1-9 Ask Questions to Analyze Situations  What’s at stake—to whom?  Should you send a message?  What channel should you use?  What should you say?  How should you say it?

1-10 Solving Business Communication Problems  Gather knowledge  Brainstorm solutions  Answer five analysis questions

1-11 Five Analysis Questions 1. Who are your audiences? 2. What are your purposes? 3. What information must you include? 4. How can you support your position? What reasons or benefits will your audience find convincing? 5. What part of the context may affect audience response?

1-12 Solving Business Communication Problems, continued…  Organize information to fit  Audiences  Purposes  Situation  Make document visually inviting  Revise draft for tone  Friendly  Businesslike  Positive

1-13 Solving Business Communication Problems, continued…  Edit draft for standard English  Names  Numbers  Use responses to plan future messages